⏮️ Context
What is the context and status quo of the opportunity
With a 45% market share of e-commerce transactions (SIBS), MB WAY is the leading mobile wallet in Portugal. It allows users to make purchases, transfer money, and manage their finances using a smartphone app. To pay online, customers select the MB WAY logo and enter their mobile phone number. They then validate the purchase on their device by entering their MB WAY PIN or TouchID.
Developed by SIBS Multibanco, its consumer base consists of over 3.5 million individuals who make 9 million purchases each month. MB WAY wallet is supported by 28 banks, providing 95% market coverage — all their customers can use it, and consumers can store up to eight bank cards in their MB WAY wallets.
According to SIBS:
94% of MB WAY users always pay with MB Way.
MB WAY is especially appealing to the younger market, 57% of young adults use it for e-commerce purchases.
MB WAY offers the same level of payment security as credit cards and 47% of the Portuguese population use merchants that accept the payment method.
Source of information: https://support.monei.com/hc/en-us/articles/17507434930705-What-is-MB-WAY
Paycomet documentation: https://docs.paycomet.com/en/recursos/espec/mbway
🎯 Problem Statement
Summary on the opportunity main findings and what is going to be addressed
As this is the leading mobile wallet in Portugal, it’s crucial for BK PT to allow to use this payment method, improving the customer experience and ultimately, it can help increasing conversion.
❔ Expected Outcome
What are the goals the opportunity is going to address
Happy path
Enable this new payment method for BK PT.
Customer flow:
On WL web/ app:
The customer chooses MB WAY at checkout and enters their mobile number ( the customer will always have to introduce the mobile phone; this won’t be saved from previous transactions)
On MB Way app:
The customer receives a payment request notification on their mobile device.
The customer selects their payment card and accepts the payment.
The customer enters their PIN to authorize the payment.
A "Payment authorized" message appears on their mobile device.
On WL web/app:
The payment is confirmed on the website.
Map the payment events to include this payment method
Edge Cases
Situation | Expected outcome |
|---|---|
The customer shared a wrong phone number
| The customer gets an error message that the payment didn’t go through due to wrong phone number. If the customer goes to order history details, the order will be there and the status is canceled. |
The customer shared a wrong phone number
Notes: in this case the phone number may belong to someone that will pay the order on behalf of the customer and it works. | The order will be placed. In this case, this is considered a “happy path”, because the order is completed. |
The customer shared a wrong phone number
| The customer gets an error message that the payment didn’t go through due to wrong phone number. If the customer goes to order history details, the order will be there and the status is canceled. |
The customer refuses the payment on MBWAY app | When the customer goes back to WL app, they’ll receive an error message informing that the order was canceled. If the customer goes to order history details, the order will be there and the status is canceled. |
The customer forgets / do not accept the payment on MBWAY app | When the customer goes back to WL app, they’ll receive an error message informing that the payment was refused and the order was canceled. If the customer goes to order history details, the order will be there and the status is canceled. |
The customer closes the WL app while the payment is being processed, and:
| The customer goes back to the main page. There is no details about this order. If the customer goes to order history details, the order will be there and the status is completed. The cart will be empty. |
The customer closes the WL app while the payment is being processed, and:
| The customer goes back to the main page. There is no details about this order. If the customer goes to order history details, the order will be there and the status is canceled. The cart will keep the same items as the previous order, if the customer wants to try again. |
The customer closes the WL app while the payment is being processed, and:
| The customer goes back to the main page. There is no details about this order. If the customer goes to order history details, the order will be there and the status is pending payment. The cart will keep the same items as the previous order, if the customer wants to try again.
If the customer completes a new purchase, it will go through and a duplicated order will be placed. The customer must complain to get refunded. |
Sources of information:
https://support.monei.com/hc/en-us/articles/17507605624465-How-do-MB-WAY-payments-work-for-consumers
📈 Success Metrics
List here which are the metrics to look at to define success for the solution implemented. Use those KPIs to define the current status
Insights
1️⃣ Stakeholder Interviews
[Document here the main insights from interview if applicable]
2️⃣ Analytics
[Document here the main insights from analytics if applicable]
3️⃣ User Research
[Document here the main insights from research if applicable]
4️⃣ Competitor Landscape
[Document here the main insights from what the competition is doing if applicable]
Examples from other apps:
Too Good to Go (food delivery service)
Woo (telcom company)
Wells ( pharmacy website)
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